So disappointed with FNB

I'm Fnb customer since from 2021 and I was happy to bank with them up until I called customer service on the 31 of July 2023 for reversal from my dept review as I explained to them that the reason for reversal is that my creditors (Absa) debited from my account and dept review as well, they couldn't assist me they say I must request refund from my provider, at the end of the day it's my money I think Fnb are failing us as their customers.